The best 20 call centre software for 2024

Even in an era dominated by emails, texts and DMs, customers still value calling a business, especially for complex or nuanced issues. Modern companies, however, require modern call centre software and tools.

Call centre software has evolved beyond traditional, inflexible and cumbersome on-premise solutions. Today’s call centre software is designed for flexibility, supporting hybrid teams that work across phone and digital channels. It also includes AI tools to help agents work more efficiently.

This guide explores call centre software options and their differing features so you can discover the best solution for your business needs.

In this guide:

• What is call centre software?
• The 20 best call centre software
• Essential features of contact centre software
• How to choose the best contact centre software
• Frequently asked questions
• Ready to try call centre software?

Call centre software is a technology solution that enables businesses to manage and optimise their customer service operations, primarily over the phone. It typically includes features and tools that facilitate the handling of incoming and outgoing calls, track customer interactions and improve overall efficiency within a call centre. AI can enhance these systems with features like intelligent call routing, post-call summaries and automated quality assurance to further boost support productivity and effectiveness.

We compiled 20 call centre software solutions into one comprehensive list to help you pick the right solution for your business.

1. Zendesk

The Zendesk call centre solution is easy to implement, use and customise, allowing businesses to get up and running in days to increase time to value. It’s fully integrated into our customer service suite so teams can provide phone support from the same workspace they use for all their other communication channels, keeping your total cost of ownership low. Our omnichannel ticketing system gives agents access to robust customer profiles with customer context to personalise calls.

Within their workspace, agents can leverage AI-powered call centre tools to manage higher call volumes. AI can generate post-call transcripts and summaries, saving agents time when wrapping up a call. Meanwhile, intelligent call routing handles transfers automatically, prioritises calls based on customer intent and sentiment and ensures callers seamlessly reach the right agent or department.

To further boost agent productivity, the Zendesk interactive voice response (IVR) allows for self-service options, deflecting simple enquiries and freeing up agents to handle more complex or nuanced issues. During higher-volume periods, customers can opt for either a callback or an SMS transfer.

Zendesk also offers advanced reporting tools that enable managers to optimise their entire call centre operations. With real-time dashboards that paint a clear picture of call volume, wait times and agent performance, managers can spot bottlenecks as they happen. Meanwhile, historical reporting helps them understand trends and predict future needs.

Additionally, Zendesk QA can automatically review 100% of your calls to flag churn risk and provide managers with insights into how they can quickly improve their voice interactions. At the same time, Zendesk WFM can forecast call staffing needs and automatically schedule agents based on those insights.

Features:

• Conversational intelligence
• Reporting
• Intelligent call routing and transfers
• Customer callback or transfer to SMS
• IVR
• WFM
• QA
• Omnichannel support
• Customer profiles
• Apps and integrations
• Security and reliability

Pricing: plans start at $19 per agent/month, billed annually. A 14-day free trial is available.

Explore more Zendesk pricing plans.

2. LiveAgent

LiveAgent offers inbound and outbound call centre software. It supports different calling devices, including headsets and hardware phones. LiveAgent also supports softphone clients, such as Jitsi, MicroSIP and Linphone.

With LiveAgent, businesses can set up automated call distribution (ACD) which automatically routes customer calls to a specific agent, department or queue based on predetermined criteria. The software also features a call button that businesses can implement on their website, allowing customers to call agents from their browsers.

LiveAgent offers an interactive voice response solution, too. With its IVR features, businesses can record customised IVR responses and build an IVR menu from scratch. Additionally, LiveAgent supports internal calling, allowing agents to communicate with one another, and offers video conferencing for both customer and internal calls.

LiveAgent users also get unlimited call recording and storage. Once the system records a call, it stores it with a unique ticket ID so agents can refer back to existing conversations.

Features:

• Reporting
• Routing and transfers
• Customer callback or transfer to SMS
• IVR
• WFM
• Omnichannel support
• Customer profiles
• Call history previews and exports

Pricing: paid plans start at $9 per month for three accounts, billed annually. A free plan and 14- and 30-day free trials are available.

3. Dialpad Ai Contact Centre

Dialpad Ai Contact Centre is a cloud-based solution that supports traditional phone calls, text messaging, web conferencing and hosting. It can access customer data to build customer profiles when integrated with CRM systems. The software can also integrate with chatbots to answer basic customer questions and resolve simple issues without agent intervention.

Features include sentiment analysis to flag positive, negative or neutral undertones in customer conversations. Additionally, AI tools can give agents real-time guidance and adjust prompts when relevant based on customer sentiment and intent.

The contact centre offers a visual voicemail interface that allows agents to review transcribed voicemail messages, prioritise them based on urgency and respond directly through the platform. Call forwarding pushes calls to a qualified agent or department, while text transcription provides a written record of the call.

Workflow automations include customised call routing, which enables supervisors to design call flows. Managers can also use workforce management features through the Dialpad and Playvox integration to monitor performance and team utilisation.

Features:

• Ai Agent Assist
• Reporting
• Intelligent call routing and transfers
• Customer callback
• IVR
• WFM
• Omnichannel support
• Customer profiles
• Real-time call summaries

Pricing: plans start at $80 per user/month, billed annually. A 14-day free trial is available.

Recommended reading: learn how Dialpad integrates with Zendesk.

4. Five9

Each of Five9’s contact centre packages includes long-distance calling. Users can set it up on existing equipment, depending on their needs. The software’s power dialler can automatically dial a list of numbers and connect agents to live calls.

Five9 utilises machine learning to analyse call recordings and identify key topics and sentiments. Its virtual assistant can coach agents while they’re on calls. When the call ends, supervisors can use Five9 to highlight agent training and coaching opportunities or optimise staffing levels.

Call routing and transfer tools leverage real-time data like caller ID, location and call history to direct calls to the most qualified agent or department automatically. Five9’s IVR solution allows callers to navigate self-service options if they want to hold or engage with a menu. Businesses can give customers the option to receive a callback or transfer to SMS instead. Five9 also supports omnichannel communication through digital channels like email, chat and SMS.

Additionally, report functionality can generate dashboards and reports that track agent performance, customer satisfaction metrics, call volume and other data points across all channels.

Features:

• Intelligent Virtual Agent
• Agent Assist
• Reporting
• Intelligent call routing and transfers
• Customer callback or transfer to SMS
• IVR
• WFM
• Omnichannel support
• Customer profiles

Pricing: plans start at $175 per concurrent user/month.

Recommended reading: learn how Five9 integrates with Zendesk.

5. Talkdesk

Talkdesk offers a cloud-based contact centre solution for managing inbound and outbound customer calls. The software includes a mobile app that lets agents handle calls remotely. Businesses can use after-hours or part-time staffing to manage call volume fluctuations.

Beyond traditional phone calls, Talkdesk supports omnichannel interactions through web chat and SMS messaging. Integrations with third-party platforms are also available.

Call recording and screen capture features enable teams to monitor the quality of customer interactions and identify areas for agent coaching. The platform’s cloud-based nature means agents can use it remotely.

Talkdesk provides reporting and analytics capabilities that generate insights from call data and agent performance metrics. Additionally, its IVR allows customers to use self-service options by navigating call flows through voice menus. When an agent is unavailable, the system can give customers the option to request a callback or transfer to SMS for continued communication.

Features:

• AI
• Knowledge management
• Reporting
• Intelligent call routing and transfers
• Customer callback or transfer to SMS
• IVR
• Omnichannel support
• Customer profiles

Pricing: plans start at $85 per user/month with a three-year commitment.

Recommended reading: learn how HappyFox integrates with Zendesk.

6. Twilio Flex

Twilio Flex is a cloud-based platform for developers to construct and customise communication experiences. It provides a voice SDK (software development kit) and open APIs for tailoring functionalities to different types of customer interactions. Users can access reporting features to monitor those interactions and review customer service metrics like CSAT.

The platform has multichannel communication functionality so businesses can provide support over other channels like chat, email and social media messaging. Additionally, Twilio Flex offers call recording and transcription to convert speech to text for training and QA, as well as referencing during customer interactions.

Self-service IVR menus enable customers to find answers without agent intervention. Queue management helps route incoming calls to available agents. Twilio Flex also provides various phone number options, allowing businesses to choose local, freephone or national numbers based on their geographic reach and customer base.

Features:

• AI-driven automation
• Unified profiles
• Reporting
• Intelligent call routing and transfers
• Customer callback or transfer to SMS
• IVR
• Omnichannel support
• Customer profiles

Pricing: plans start at $150 per named user/month or $1 per active user/hour. A free trial with 5,000 free active user hours is available.

Recommended reading: learn how Twilio Flex integrates with Zendesk.

7. RingCentral

RingCentral offers a cloud-based contact centre solution that integrates multiple channels like voice, SMS and video conferencing. There are third-party integrations, too. Other features include conversational intelligence that analyses call recordings to identify key topics, sentiment and potential areas for improvement in agent communication.

Reporting and analytics tools generate dashboards that track agent performance, customer satisfaction metrics and call volume. This data empowers businesses to identify trends, measure success against goals and make data-driven decisions for optimisation.

Intelligent call routing utilises real-time caller ID, location and call history to direct calls to the most qualified agent or department automatically. Additionally, the system facilitates call transfers to ensure customer enquiries reach the appropriate party.

RingCentral allows businesses to offer customers the option to receive a callback or transfer to SMS instead of waiting on hold. IVR provides a menu-driven system for callers to self-serve by navigating options using their voice or keypad.

Features:

• RingSense AI
• Workforce engagement management
• Reporting
• Intelligent call routing and transfers
• Customer callback
• IVR
• Omnichannel support
• Customer profiles

Pricing: plans start at $20 per user/month, billed annually. A 14-day free trial is available.

Recommended reading: learn how RingCentral integrates with Zendesk.

8. CloudTalk

CloudTalk is a cloud-based outbound and inbound call centre solution for customer service and sales teams. It has call centre apps that are compatible with desktops, web browsers and mobile devices. In addition to facilitating phone connections between businesses and their customers, CloudTalk lets users monitor call quality.

The platform’s smart dialler automatically dials numbers and skips unproductive calls. Organisations can use the call flow designer to customise and design call workflows.

CloudTalk also offers AI call transcriptions, providing automated conversion of spoken words into written text for real-time analysis. It can analyse speech post-call and assess customer sentiment to gauge churn risk. CloudTalk can spot and flag keywords to alert supervisors to issues or trends, too.

WFM features allow supervisors to forecast call volume and optimise staff schedules. Supervisors can also access reports from a dashboard to monitor call centre metrics and identify coaching opportunities.

Features:

• AI Smart queuing
• Reporting
• Intelligent call routing and transfers
• Customer callback
• IVR
• WFM
• Omnichannel support
• Customer profiles

Pricing: plans start at $25 per user/month, billed annually. A 14-day free trial is available.

Recommended reading: learn how CloudTalk integrates with Zendesk.

9. Channels

Channels offers a cloud-based call centre solution to manage customer interactions. It supports traditional phone calls, SMS and some integrations with third-party platforms depending on specific configurations.

Channels has features for call handling, such as call routing – this leverages data like caller ID to direct calls to the right agent or department. Customers can also request callbacks or transfers to SMS when wait times are high instead of holding on the line.

Customers can use some self-service options with Channels, though it depends on the integrations and add-ons they’ve chosen – some of which come at an additional cost. For example, users can add an IVR voice menu functionality so callers can navigate call flows independently.

Reporting and analytics features can monitor limited metrics like call volume and wait times. Agent performance metrics are also available via some third-party integrations.

Features:

• Reporting
• Routing and transfers
• Customer callback
• Data-driven helpline
• International phone numbers

Pricing: plans start at $24 per month for three users, billed annually. A seven-day free trial is available.

Recommended reading: learn how Channels integrates with Zendesk.

10. Nextiva

Nextiva’s contact centre solution is a cloud-based platform that supports traditional phone calls, SMS messaging and web chat. It can support various other channels through third-party integrations.

Real-time call analytics provide insights into call sentiment and ways agents can improve communication. These analytics feed into reporting dashboards that track key agent performance metrics, customer satisfaction and call volume, helping to identify trends.

Nextiva’s intelligent call routing leverages data like caller ID and location to route calls to a suitable agent or department automatically. The system can also transfer calls to the appropriate specialist if needed.

Customers who don’t wish to wait on hold can request a callback or SMS transfer, enabling them to complete their support enquiry via messaging. If they want to self-serve, IVR menus prompt them with requests and allow them to source information without an agent.

Features:

• AI
• Single agent interface
• Reporting
• Intelligent call routing and transfers
• Customer callback
• IVR
• WFM
• Omnichannel support
• Customer profiles

Pricing: plans start at $18.95 per user/month, billed annually. A seven-day free trial is available.

11. Bitrix24

Bitrix24 offers a cloud-based solution that combines call centre features with project management, website building and CRM tools. Bitrix24 supports inbound, outbound, external and internal calls for call centre operations. It’s a multichannel support solution that integrates voice, SMS and email. Bitrix24 also has a mobile app that allows reps to connect and manage customer interactions remotely.

The software features intelligent call routing that leverages customer data to direct calls to certain agents or teams. The system can also transfer calls. Bitrix24 can even score customer enquiries to prioritise interactions based on importance. Once an agent engages with a customer, generative AI enables Bitrix24 to deliver prewritten responses triggered by basic enquiries.

Supervisors can leverage Bitrix24’s analytics to track call centre performance. This includes metrics like call volume, response times and customer satisfaction. Additionally, call recording allows users to capture and store audio interactions in the CRM system for QA review and spotlighting agent training opportunities.

Features:

• AI-powered workspace
• Task management
• Reporting
• Intelligent call routing and transfers
• IVR
• WFM
• Omnichannel support
• Customer profiles

Pricing: paid plans start at $49 per organisation/month for five users, billed annually. A free plan and a 15-day free trial are available.

12. Aircall

Aircall offers a cloud-based contact centre solution with agent collaboration tools, such as a shared inbox. Here, agents can see assigned calls, categorise them with tags and leave comments with contextual information.

The tool also leverages data to direct calls to the right agent or team members via intelligent call routing. The contact centre software allows calls to be forwarded to mobile phones when agents are away from their desks, facilitating remote call management.

Post-call analysis and QA features like call recording allow supervisors to access agent performance metrics, identify improvement areas and conduct quality assurance reviews. Reporting dashboards provide insights into overall call centre performance metrics. Users can view this data historically or in real time.

Features:

• AI
• Reporting
• Intelligent call routing and transfers
• Customer callback
• Blocklist numbers

Pricing: plans start at $30 per license/month, billed annually. A seven-day free trial is available.

Recommended reading: learn how Aircall integrates with Zendesk.

13. Vonage

Vonage Contact Center is a cloud-based solution with core features like call monitoring, tagging and a built-in auto-dialler. Additionally, Vonage integrates with Zendesk to create a more unified customer experience.

Agent efficiency features include dynamic call routing that considers factors like agent skill and availability. Users can streamline call transfers with SMS options alongside traditional call transfers. Customers can choose to receive a callback instead of waiting on hold.

Supervisors can leverage Vonage’s conversational intelligence features to gain insights from customer interactions. These features include automated post-call transcription, summarising and speech analytics. Real-time and historical dashboards provide supervisors and agents with data and trends.

Features:

• AI
• Automated call logs
• Reporting
• Intelligent call routing and transfers
• Customer callback or transfer to SMS
• IVR
• WFM
• Omnichannel support
• Customer profiles

Pricing: contact Vonage.

Recommended reading: learn about the Vonage Contact Center integration for Zendesk.

14. Webex

The Webex multichannel call centre system by Cisco integrates video conferencing and audio calls. It can support on-site and remote employees. Businesses receive unlimited local and national long-distance calls included in their subscription.

The auto attendant is a self-service option for callers and can route calls to agents. The platform also includes a call barging feature, allowing agents to answer calls for colleagues who are unavailable or enabling managers to join ongoing calls. Additionally, Webex’s basic plan allows for video conferences of up to 40 minutes, while higher-tier plans support video meetings of up to 24 hours.

The Agent Console is a single interface where call operators can manage inbound calls. Within the interface, agents can use third-party integrations with collaboration or communication tools. Webex also has reporting and analytics capabilities to package call insights for other teams or decision makers.

Features:

• Conversational intelligence
• Attendant Console
• Reporting
• Routing and transfers
• Omnichannel support
• Voice queues

Pricing: paid plans start at $12 per license/month, billed annually. A free plan is available.

Recommended reading: learn how Webex integrates with Zendesk.

15. 3CX

3CX users can deploy its call centre solution with on-premise, hosted or cloud-based options. It features web conferencing that enables agents and supervisors to conduct virtual meetings with colleagues or customers while still managing calls.

For call centre management, 3CX allows supervisors to utilise QA tools like post-call recordings and speech analytics to evaluate agent performance and identify areas for improvement or coaching.

With reporting tools, managers can also analyse data from calls and live chat interactions with some third-party integrations and add-ons to track daily operations, identify trends and measure customer satisfaction metrics.

3CX has call management features like on-screen call pop-ups for agents, click-to-call functionality for website visitors to initiate contact and call history logs for record-keeping and analysis. Additionally, 3CX offers call routing, directing calls to suitable agents based on skills, availability or other factors.

The system can also offer callbacks to those on hold or experiencing long wait times. An IVR system allows customers to self-serve by navigating prerecorded menus.

Features:

• Conversational intelligence
• Reporting
• Routing and transfers
• Customer callback
• IVR
• Multichannel support
• Advanced call queuing
• Agent dashboard

Pricing: paid plans start at $195 per system, billed annually. A free plan is available.

Recommended reading: learn how 3CX integrates with Zendesk.

16. CallHippo

CallHippo is a SaaS (software as a service) call centre solution for inbound and outbound calling. The cloud-based telephony platform incorporates gamification elements, enabling teams to compete for rewards and achieve milestones. Agents can earn points for actions such as successfully resolving customer issues or exceeding call duration targets, with progress tracked on leaderboards for comparison against colleagues. The tool features badges, achievements and rewards to motivate users.

Businesses can use post-call surveys to gather customer feedback after each interaction, while Smart Switch uses algorithms to manage call routing in real time. CallHippo’s call queuing lets agents answer calls in the order they arrive.

CallHippo offers basic reporting on call volume, duration and agent performance. In addition to its packages, CallHippo offers paid add-ons for capabilities like customised caller ID, call transcription, voicemail transcription and more.

Features:

• CallHippo Ai
• Reporting
• Intelligent call routing and transfers
• Customer callback
• IVR
• International phone numbers

Pricing: plans start at $18 per user/month, billed annually. A 10-day free trial is available.

Recommended reading: learn how CallHippo integrates with Zendesk.

17. GoTo Connect

GoTo Connect offers a cloud-based contact centre as a service (CCaaS) solution that integrates phone systems, video conferencing and messaging features. The platform provides various subscription plans for businesses of different sizes.

For call management, the solution allows businesses to customise call routing with features like skills-based routing, ensuring calls are directed to the most suitable agent based on expertise. Additionally, it offers a hot desking functionality, enabling agents to seamlessly transition between workstations and answer calls from any device with an internet connection. Automatic call distribution spreads incoming calls based on agent availability to manage call volume and wait times.

Beyond call management, GoTo Connect offers multichannel capabilities. This allows customers to interact with the contact centre through various channels, such as phone, video and chat.

Supervisors can leverage GoTo Connect’s real-time and historical dashboards to monitor call centre performance and identify trends. These dashboards track various metrics like call volume, duration and agent performance. GoTo Connect includes features like call recording and post-call wrap-up for further analysis and coaching opportunities.

Features:

• Conversational intelligence
• Reporting
• Intelligent call routing and transfers
• Customer callback
• IVR
• Omnichannel support
• Screen sharing
• Virtual voicemail

Pricing: contact GoTo. A 14-day free trial is available.

Recommended reading: learn how GoTo integrates with Zendesk.

18. Ringover

Ringover offers a cloud-based contact centre solution with integrated VoIP calling functionality. One feature is the callback button, which allows customers waiting on hold to request a follow-up or be connected to an agent’s direct line when an agent becomes available.

Post-call surveys gather customer feedback to measure customer satisfaction. A speech-to-text function automatically transcribes spoken conversations for agents to review later.

Managers can use the real-time dashboard to monitor call centre performance. It visually represents metrics like call volume, wait times and agent performance. The dashboards can also use historical data for trend analysis.

Additionally, Ringover offers post-call features like transcription, summarising, QA tools and call recordings. It supports omnichannel communication, allowing customers to engage with agents across multiple channels, including voice, email and chat.

Features:

• Conversational AI
• Reporting
• Intelligent call routing and transfers
• Customer callback
• IVR
• Omnichannel support
• Third-party integrations

Pricing: plans start at $21 per user/month, billed annually. A seven-day free trial is available.

Recommended reading: learn how Ringover integrates with Zendesk.

19. VICIdial

VICIdial is an open-source contact centre software that offers cloud hosting and dedicated hardware. There are third-party integrations for select features not included with the software.

The contact centre solution offers real-time and historical reporting on call volume, wait times, agent performance and other key metrics. This allows supervisors to monitor call centre activity and identify areas for improvement. It can also route calls to the most qualified agent based on factors like agent skills, availability and customer information.

Agents can follow customised, prewritten call scripts during customer interactions. The software also includes answering machine detection, which identifies when a machine answers a call before playing a recorded message. Automatic call recording captures and stores calls, so managers can review and analyse interactions.

Features:

• Reporting
• Routing and transfers
• Customer callback
• IVR
• Predictive dialler

Pricing: VICIdial is free, but hosting requires monthly costs and fees.

20. Avaya Cloud Office

Avaya Cloud Office provides a cloud-based contact centre solution integrated with its cloud phone system. The platform combines voice calling, video conferencing, instant messaging and file sharing. It includes features for call management, agent collaboration and CX.

For call management, intelligent call routing directs calls to suitable agents based on pre-set criteria. Features like call recording, monitoring and real-time analytics enable managers to track performance, identify trends and provide targeted coaching to agents. Post-call, agents and supervisors can analyse call transcripts and summaries for additional insights.

The solution has CX functionalities like customer callback and SMS transfers in case of extended hold times. It also supports web collaboration within the call centre, allowing agents to share documents and screens during calls.

Features:

• Conversational intelligence
• Reporting
• Intelligent call routing and transfers
• Customer callback
• IVR
• WFM
• Omnichannel support
• Customer profiles
• Quality-of-service monitoring

Pricing: plans start at $20 per user/month, billed annually.

Recommended reading: learn about the Avaya CTI integration for Zendesk.

Call centre software features can vary greatly depending on the provider you choose. But the right features are crucial – by helping your people work smarter and reduce mundane tasks, you can limit call centre burnout. Here are a few of the most important features to consider when selecting a solution.

Conversational intelligence

AI call centre software tools can enhance agent productivity by automating post-call actions. For instance, AI can automatically generate call transcripts, keeping a detailed record of customer information and performance monitoring. Additionally, AI can provide concise summaries of calls, offering a quick overview of interactions.

Moreover, AI can streamline quality assurance (QA) processes. For example, Zendesk QA reviews all customer interactions – including those handled by BPO call centres – flagging conversations with negative sentiment and churn risks. These AI-powered tools help managers identify areas where agents need additional training, improving their call centre skills and performance.

Interactive voice response

An IVR is customers’ first point of contact, streamlining calls for inbound call centres in several ways. Pre-recorded responses swiftly address FAQs after business hours, while call routing directs customers to the appropriate agents for quicker resolutions. Additionally, an IVR can facilitate scheduling callbacks, allowing customers to avoid long hold times.

Missouri Star Quilt Company, for example, uses Zendesk to enhance customer interactions with customised IVR and recorded messages from quilter Jenny Doan, the face of the company. This personal touch helps the business forge human connections with callers while also increasing its capacity to serve more customers. In all, Missouri Star Quilt Company achieved a 30% increase in its answer rate for customer service calls.

Reporting and analytics

To effectively manage your call centre, you’ll need software that provides detailed call data through reporting and analytics. Real-time data empowers teams to take immediate action, while historical insights help them identify trends for future improvement.

Shareable dashboards and reports facilitate seamless collaboration among team members and stakeholders, ensuring everyone is informed. With the rest of the team in the know, it’s easier for everyone to make more accurate, data-driven decisions.

Jacob Shields, call centre senior manager at hospitality communication infrastructure company CCI Systems, lauds the reporting features that Zendesk offers. According to Shields, Zendesk gives agents access to valuable customer information at a glance, making them more efficient and expanding their support capabilities:

“[Zendesk] gives agents a good indicator about what’s going on, and they’re able to dive in quickly. There’s a lot more intuitive information right there in front of them.”

Intelligent call routing and transfers

If contact centre software had a secret ingredient, intelligent call routing and transfers would be it. After all, a big part of what makes contact centre solutions valuable is their ability to quickly direct incoming calls to the right person. This is only achievable with a call routing system tailored to your business needs.

Intelligent routing uses AI triage to direct calls based on intent, sentiment and language. Some solutions, like Zendesk, also boast omnichannel routing features, enabling users to route calls by agent skill, capacity, status and conversation priority.

Most customers – three out of five – report frustration with frequent transfers between agents on support calls. Customers expect a solution on the first call, but if you must transfer them, it’s crucial to direct them to an agent who can move their issue along. Look for call centre software that makes both call transferring and routing seamless.

Customer callback and SMS

Intelligent call routing isn’t the only way to reduce wait times. During peak periods, customers may hesitate to give up their place in the queue only to start over when they try calling again.

A customer callback feature lets customers save their spot in the queue by requesting that the next available agent call them back. It demonstrates a commitment to respecting the customer’s time. Additionally, customers can opt to transfer to SMS instead of waiting for a callback, allowing them to address their issues asynchronously.

Omnichannel support and customer profiles

Omnichannel software gives your customers the choice of how to connect with you, be it by phone, email, chat, social media, SMS or even a self-service channel. It also gives agents a unified view of all past interactions across channels, eliminating the need for customers to repeat information to reduce frustration.

Customer profiles take things one step further by integrating customer data from other systems and software to create a 360-degree view of each customer. This helps agents go beyond greeting customers by name and personalise conversations based on their purchase history, account type, loyalty status, location, preferences and more. This level of detail creates a more customer-centric experience, strengthening relationships and increasing brand loyalty.

For example, Netwealth, one of Australia’s leading financial companies, uses Zendesk to put more power in the hands of its support agents. The unified customer view enables the support team to pick up calls faster and gain insights into customer behaviour and needs. Now, the company’s wait times are roughly 40 seconds shorter and nearly 100% of tickets are resolved in a single touch.

Workforce management

Knowing where agents are spending their time and how you can efficiently allocate resources shouldn’t be a guessing game. Call centre workforce management features leverage AI to help you forecast staffing needs and schedule agents effectively, reducing overstaffing costs or understaffing scenarios.

Workforce management tools like Zendesk WFM also empower call centre managers to track agent performance and key call centre metrics in real time to enhance team productivity.

Even when a software checks all of the feature boxes, it can still be difficult to tell if it’s the best fit for your company. Consider these additional factors to find the right call centre software.

Make sure it leverages AI and automations

AI and automations elevate call centre operations by speeding up responses for customers and freeing up time for agents. AI for call centres should be secure to protect customer data. It should also be easy to use and fast to set up so your support team can hit the ground running. Most importantly, it should be purpose-built for CX and trained on real customer interactions. Zendesk AI does all this and more, infusing intelligence into every customer interaction.

Opt for enterprise-level security

Customer data privacy is a foundational element of any worthwhile call centre software. Data breaches can expose a trove of sensitive information, including names, addresses and payment details. The repercussions can be severe, ranging from compromised customer trust and substantial fines to potential legal ramifications.

Enterprise-grade security goes beyond basic password protection. It encompasses data encryption at rest and in transit to ensure information remains unreadable even if somebody intercepts it. Multi-factor authentication (MFA) adds an extra layer of defence, and role-based access controls restrict who can view or modify sensitive data. By prioritising robust security, you can safeguard your business’s reputation, protect customers and ensure compliance with industry regulations.

Prioritise time to value

Time is money, and lengthy installation and training periods can be costly. Businesses can achieve a faster ROI with call centre software that’s simple to set up and user-friendly. For example, Zendesk allows you to start using the software immediately without needing extensive developer support or a large team of agents. This enables you to address customer issues right away, avoiding the lengthy timelines and expenses associated with configuring complicated software.

Ensure it’s easy to customise

Businesses often face a choice between easy deployment and customisation. However, the best call centre software combines ease of implementation and seamless customisation. Zendesk, for instance, offers an open and flexible platform with over 1,500 plug-and-play integrations.

When call centre software integrates effortlessly with your unique business systems, it gives agents a comprehensive view of customer interactions. This leads to more personalised and informed conversations and boosts agent productivity by eliminating the need to switch between different tools and systems to access necessary data.

Consider the total cost of ownership

Every business, regardless of size, should consider its budget when selecting new software. However, focusing solely on list prices is insufficient. To understand the software’s full value, companies must consider its total cost of ownership (TCO).

Key factors to consider when calculating TCO include:

• Implementation costs
• Consultants
• Maintenance fees
• Usage fees
• Add-ons
• Hidden fees

Some vendors offer free plans but exclude key features to encourage upgrades. Beyond features, it’s also crucial to assess capabilities that impact ROI, such as ease of use, customisation, time to value and scalability.

Even when a software checks all of the feature boxes, it can still be difficult to tell if it’s the best fit for your company. Consider these additional factors to find the right call centre software.

Ensure the software can integrate with your systems

The effectiveness of a call centre will be hindered if it operates in a silo. Integrating call centre phone software with other tools in your tech stack leads to an optimised and seamless experience for your agents. It also ensures a cohesive and unified workflow by enabling data synchronisation and information sharing across different departments.

When call centre software integrates seamlessly with CRM systems, help desk platforms and other business tools, agents are given a holistic view of customer interactions, enabling more personalised and informed conversations. Moreover, such integration enhances overall business intelligence, allowing for data-driven decision-making.

Consider total cost of ownership

Every business, no matter the size, should consider its budget when picking a new software supplier. But there’s more to consider than list prices. Companies need to consider the software’s total cost of ownership (TCO) to understand its full value.

Some additional things to think about when calculating the TCO of call centre software include:

• Implementation costs
• Consultants
• Maintenance fees
• Usage fees
• Add-ons
• Hidden fees

Some suppliers offer free call centre software plans and will exclude the features you want the most to get you to upgrade to a premium plan. Look at the features you need and invest in the plan that makes the most sense for your business.

Prioritise time to value and ease of implementation

No business wants to spend extra time and money to install a new system and train their employees to use it if they can avoid it. Businesses can get to work faster with a lower cost of ownership when call centre software offers:

• An intuitive interface
• Easy customisation
• Simple administration

Call centre software programs that have these traits allow you to quickly see a return on your investment.

Here are some frequently asked questions that can help you better understand call centre software and its benefits.

How can you transform customer experience with a call centre system?

You can transform customer experience with a call centre system by:

• Offering 24/7 self-service via voice or touch-tone-activated IVR.
• Creating more bandwidth for your agents with automated call routing.
• Making it easier for customers and agents to switch between service channels.
• Reporting on key performance indicators to optimise training and resource allocation.
• Consolidating ticket and customer relationship management with help desk software and CRM integrations.

How much does a contact centre phone system cost?

The cost of your call centre phone system depends on the number of phone numbers, users, features, and the software delivery model. Cloud-based call centre phone systems are the most affordable, with plans ranging from $20 to $150 per month per user. They also entail one-time development costs of a few thousand dollars and usage fees of approximately $0.10 per minute and up.

Do agents need specific training to use call centre software?

It’s always a good idea to ensure employees know how to use contact centre solutions effectively. Here are a few things to practice with your team so they feel confident using the software.

• Answering calls
• Transferring calls
• Muting and unmuting
• Adding another person (manager) to the call

What if you don't like the contact centre software after you buy it?

If you end up not liking the contact centre software you purchased, your recourse depends on the terms. If you bought an annual plan, you may have no other option but to serve out your term. But it’s certainly worth asking your vendor if you can cancel your contract and get a full or partial refund.

What is the best CRM to implement in a call centre?

The best CRM for one business may not be the best for another. However, there are important criteria that your business should consider when evaluating a CRM. These considerations include:

• Number of agents the CRM can support
• Pricing
• Features
• Customisation
• Ease of use
• Ease of implementation